Patient satisfaction with in-patient hospital services in Public and Private Hospitals in Borama, Northwest Somalia
Author(s)
Xiaomei Li , Sahardid Hussein Ibrahim , Hilal Mohamed Nor , Abdirahman Dahir Wais ,
Download Full PDF Pages: 31-44 | Views: 1012 | Downloads: 216 | DOI: 10.5281/zenodo.4678371
Abstract
Background: Patient satisfaction is an individualized perception resulting from the person’s assessment towards the experience of the healthcare services provided. It is a key indicator to evaluate quality of healthcare. Satisfaction studies were less addressed in the continent compared to the other developing countries. This study is the first of its kind conducted in Somalia.
Objective: This study aims to assess the level of patient satisfaction with inpatient healthcare services in public and private hospitals in Borama.
Method: A cross-sectional study design was conducted from 11 July to 5th September 2019 at Borama regional hospital and Allaale hospital. Convenience sampling method was applied to recruit 270 patients as participants. A standardized structured questionnaire cited from similar literature was used to assess the level of patient satisfaction towards inpatient hospital services. SPSS version 13 were applied for data input and analysis.
Results: A total of 250 inpatients completed the study. We observed overall net inpatient satisfaction mean score of 3.91± 0.83 on private hospital and 2.64 ±1.19 on public hospital. Dimensions of Medical Care 4.03 ±0.84 and Information 3.12 ±1.26 were found to have the highest and the lowest proportion of satisfaction in private hospital, while Discharge and Aftercare 2.51±1.18 and Information 2.27 ±1.12 remains the highest and the lowest satisfaction scores in public hospital. Multivariate analysis of socio-demographic characteristics, older groups have higher satisfaction than others (p<0.05), while females have higher satisfaction on information dimension. Students, middle income groups and urban resident remain higher satisfaction on most of the satisfaction dimensions (p<0.05). Patients in private hospital remains higher satisfaction scores in all evaluated dimensions compared to patients hospitalized in public hospital.
Conclusion: Generally, patients were satisfied with the hospital services acquired, with a higher satisfaction level on private hospital. Higher levels of satisfaction were found in the dimensions of admission procedure, nursing care and medical care, while lower were noted in the dimensions of information delivery, patient autonomy and discharge and aftercare, especially in public hospital. It is suggested that hospitals should take improvement measures concerning organization and management in order to deliver quality health services, improve patient satisfaction and take their competitive role in the country’s healthcare services.
Keywords
In-patient Hospital Services, Satisfaction, Public Hospital, Private Hospital
References
i. Silbertstein N. Are patients’ satisfaction surveys a good idea? Podiatry Management. Academic Journal. 2010; 29(03):113.
ii. Camgoz-Akdag H, Zineldin M.The quality of health care and patient satisfaction an exploratory investigation of the 5Qs model at Republic of Kazakhstan. InternationalJournal of Health Care Quality Assurance, in press. 2010.
iii. Sun BC, Adams JG, Burstin HR. Validating a model of patient satisfaction with emergency care. Ann Emerg Med. 2001;38:527–532.
iv. Sahin B, Yilmaz F, Lee, KH.Factors affecting inpatient satisfaction: structural equation modeling. J Med Syst. 2007;31:9–16.
v. Xavier-Yves Zendjidjian, Karine Baumstarck, Pascal Auquier,Anderson Loundou, Christophe Lançon, Laurent Boyer.Satisfaction of hospitalized psychiatry patients: why should clinicians care? Patient Prefer Adherence. 2014;8:575-83.
vi. Wagner D, Bear M. Patient satisfaction with nursing care: a concept analysis within a nursing framework. J Adv Nurs. 2009;65(3):692–701.
vii. Darega B, D N, Letimo T, Hunde T, Hayile Y, Yeshitla S, Amare M. Perceived quality of nursing cares practices in inpatient departments of bale zone hospitals, Oromiya regional state, Southeast Ethiopia facility -based cross sectional study. Qual Prim Care. 2016;24(1)39–45.
viii. F Hughes. Nurses at the forefront of innovation. Int Nurs Rev. 2006;53(2)94–101.
ix. Tang WM, S.C.-Y, Lim WC. Patient satisfaction with nursing care: adescriptive study using interaction model of client health behavior. International Journal of Nursing Science. 2013;3(2)51–6.
x. Shinde M, and KapurkarK. Patient’s satisfaction with nursing care provided in selected areas of tertiary care hospital. International Journal of Science and Research. 2014;3(2)150–61.
xi. Aharony L, Strasser S. Patient satisfaction: what we know about and what we still need to explore. Medical care review.1993;50(1)49-79.
xii. Aldaqal SM, Alghamdi H, AlTurki H, El-deek BS, Kensarah A.Determinants of patient satisfaction in the surgical ward at a University Hospital in Saudi Arabia. Life Science Journal. 2012;9(1)277-80.
xiii. The Health Boards Executive Measurement of patient satisfaction guideline 2. Health Strategy Implementation Project, Ireland. 2003;37.
xiv. Ahmadi Kashkoli S, Zarei E, Daneshkohan A, Khodakarim S. Hospital responsiveness and its effect on overall patient satisfaction: a cross-sectional study in Iran. Int J Health Care Qual Assur. 2017;30(8):728-36.
xv. Combs HW, Laohasirichaikul B, Chaipoopirutana S. Effective customer relationship management of health care: a study of hospitals in Thailand. J Manag Mark Res. 2011;6:1.
xvi. De Silva A,Valentine N. Measuring responsiveness: Results of a key informant survey in 35 countries. In: GPE Discussion Paper Series. World Health Organization., 2000;21(Geneva.).
xvii. Wood F. In-patient Psychiatric Patients. Journal of Advanced Nursing 2006;55:655-663.
xviii. OECD, Health at a Glance OECD Indicators, OECD Publishing, 2013.
xix. Net N, Sermsri S, Chompikul J. Patient satisfaction with Health Services at the Out-Patient Department Clinic of Wangmamyen Community Hospital, Sakeao Province, Thailand. J Public Health. 2007;5(2):34.
xx. Peprah AA. Determinants of patients’ satisfaction at Sunyani regional hospital, Ghana. Int J Bus Soc Res. 2014;4(1):96-108.
xxi. Garratt AM, Solheim E, and Danielsen K. National and Cross-National Surveys of Patient Experiences: A Structured Review. 2008.
xxii. Alrubaiee L, Alkaa'ida F.The mediating effect of patient satisfaction in the patients’ perceptions of healthcare quality-patient trust relationship. Int J Market Stud. 2011;3(1):103.
xxiii. Qadri SS, Pathak R, Singh M, Ahluwalia S, Saini S, Garg P. An assessment of patients satisfaction with services obtained from a tertiary care hospital in rural Haryana. Int J Collab Res Inter Med Publ Health. 2012;4.(8):1524-37.
xxiv. Ko HH, Zhang H, Telford JJ, Enns R. Factors influencing patients‘satisfaction when undergoing endoscopic procedures. Gastrointest Endosc. 2009;69:883-91.
xxv. Smith M, E B. Developing tools to assess client satisfaction at district hospital Technical Report. 2001.
xxvi. Webster TR, Mantopoulos J, Jackson E, Cole-Lewis H, Kidane L, Kebede S, et al. A brief questionnaire for assessing patient healthcare experiences in low-income settings. International J Qual Health Care. 2011;23:(3):258-68.
xxvii. Boshoff C, Gray B. The relationships between service quality, customer satisfaction and buying intentions in the private hospital industry. South Afr J Bus Manag. 2004;35(4):27-37.
xxviii. Syed Saad A. Determinants of customer satisfaction with hospitals: a managerial model. Int J Health Care Qual Assur. 1998;11(6):181-7.
xxix. Moliner MA. Loyalty, perceived value and relationship quality in healthcare services. J Serv Manag. 2009;20(1):76-97.
xxx. Elena A, Platonova Richard M, Shewchuk. Patient assessment of primary care physician communication: segmentation approach. Int J Health Care Qual Assur. 2015;28(4):332-42.
xxxi. Zarei E, Mohammad A, Mahmoud Ghazi Tabatabaei S, Rashidian A, Rahimi Forushani A, Khabiri R. Understanding patients’behavioral intentions: evidence from Iran’s private hospitals industry. J Health Organ Manag. 2014;28(6):795-810.
xxxii. Moher D, Sullivan K. A guide to direct measures of patient satisfaction in clinical practice. CMAJ. 1992;147(7):989.
xxxiii. Kleefstra SM, K R, Veldkamp CM, Winters-van der Meer ACM, Mens MA, Blijham GH, de Haes JC. A core questionnaire for the assessment of patient satisfaction in academic hospitals in The Netherlands: development and first results in a nationwide study. QualSaf Health Care 2010:19(5):24.
xxxiv. Enwirda-Kromdijk GJCM, B G, Veldkamp CM, de Haes JC. De ontwikkeling van een Kernvragenlijst Klanttevredenheid ten behoeve van patienttevredenheidsonderzoek in academische ziekenhuizen [The development of a core questionnaire patient satisfaction for research in academic hospitals]. NFU, Utrecht. 2002.
xxxv. Kleefstra S, et al. An instrument assessing patient satisfaction with day care in hospitals. BMC Health Services Research. 2012;12(1):125.
xxxvi. Kleefstra SM, et al. Trends in patient satisfaction in Dutch university medical centers: room for improvement for all. BMC Health Services Research. 2015;15(1):112.
xxxvii. Sharma SK, Kamra P. Patient satisfaction with Nursing Care in Public and Private Hospitals. International Journal of Nursing Care. 2013;1(2):134-9.
xxxviii. Jadoo SAA, Puteh S, Ahmed Z, Jawdat A. Level of patients' satisfaction toward National Health Insurance in Istanbul City-Turkey. BMC Public Health. 2012;12 Suppl 2:A5.
xxxix. Charalambous M, Giannis & Talias, Michael. Assessment of Patients' Satisfaction with Care Provided in Public and Private Hospitals of the Republic of Cyprus: A Comparative Study. International Journal of Caring Sciences. 2018;11(1):125.
xl. Kabatooro, A, Fred Ndoboli, and Namatovu J. Patient satisfaction with medical consultations among adults attending Mulago hospital assessment centre. South African family practice : official journal of the South African Academy of Family Practice/Primary Care. 2016;58(3):87-93.
xli. Desai,V. V. "Case study: Patient satisfaction and service quality dimensions,". Journal of Advances Management. 2011;4:40-45.
xlii. Chen H, et al. Factors influencing inpatients' satisfaction with hospitalization service in public hospitals in Shanghai, People's Republic of China. Patient Prefer Adherence. 2016;10:469-77.
xliii. Tung Y-C, Chang G-M. Patient satisfaction with and recommendation of a primary care provider: associations of perceived quality and patient education. Int J Qual Health Care. 2009;21(3):206-213.
xliv. Wright, Steven M, et al. Patient satisfaction of female and male users of veterans health administration services. Journal of General Internal Medicine. 2006;21(3):S26-S32.
xlv. Merkouris, A, et al. Assessment of patient satisfaction in public hospitals in Cyprus: A descriptive study. Health Science Journal. 2013;7:28-40.
xlvi. Billing K, N.H., Selva D. Improving patient satisfaction through information provision. Clin Experiment Ophthalmol. 2007;35(5):439-47.
xlvii. Maloney, Lynn R, Marianne E, and Weiss. Patients' Perceptions of Hospital Discharge Informational Content. Clinical Nursing Research. 2008;17(3):200-219.
xlviii. Koelling, Todd M, et al. Discharge education improves clinical outcomes in patients with chronic heart failure. Circulation. 2005;111(2):179-85.
xlix. Bowling A. "An “inverse satisfaction law”? Why don’t older patients criticise health services?," J Epidemiol Community Health. 2002;56:482.
l. Tengilimoglu D, Kisa A, and Dziegielewski S.F. Patient Satisfaction in Turkey: Differences between Public and Private Hospitals. Journal of Community Health. 1999;24(1):73-91.
li. Bamfo, B. and Dogbe C. Factors influencing the choice of private and public hospitals: empirical evidence from Ghana. International Journal of Pharmaceutical and Healthcare Marketing. 2017;11:80-96.
lii. Makarem J, et al. Patients' satisfaction with inpatient services provided in hospitals affiliated to Tehran University of Medical Sciences, Iran, during 2011-2013. Journal of medical ethics and history of medicine. 2016;9:6.
liii. He Xin, Li, Lingui, Bian Y. Satisfaction survey among primary health care outpatients in the backward region: An empirical study from rural Western China. Patient Prefer. Adherence. 2018;12:1989–1996.
liv. Liu X, Lu H, Wang Y, Wang W, Hou Z, Tan A, Mao, Z. Factors affecting patient satisfaction with ecdemic medical care: A cross-sectional study in nanchang, china. Patient Prefer. Adherence. 2018;12:1373–1382.
lv. Sommet N, Morselli D. Keep Calm and Learn Multilevel Logistic Modeling: A Simplified Three-Step Procedure Using Stata, R, Mplus, and SPSS. Int. Rev. Soc. Psychol. 2017;30:203–218.
lvi. X W. "Violence against doctors in China,". Lancet. 2014;384:745.
lvii. Yu W, Li M, Xue C, Wang J, Liu J, Chen H, Zhang L. Determinants and influencing mechanism of outpatient satisfaction: A survey on tertiary hospitals in the People’s Republic of China. Patient Prefer. Adherence. 2016;10:601-612.
lviii. Vuong Q-H. Sociodemographic Factors Influencing Vietnamese Patient Satisfaction with Healthcare Services and Some Meaningful Empirical Thresholds. iranian journal of public health. 2018;47(1):119-126.
lix. Abioye Kuteyi EA, Bello I, Olaleye TM, Ayeni IO, Amedi MI. "Determinants of patient satisfaction with physician interaction: a cross-sectional survey at the Obafemi Awolowo University Health Centre, Ile-Ife, Nigeria. " South African Family Practice. 2010;52:557-62.
lx. Miao Q, Alexander N, Schwarz G, Xu L. Servant leadership, trust, and the organizational commitment of public sector employees in China. Public Adm. 2014;92:727-743.
lxi. Khan AA, Siddiqui AZ, Mohsin SF, Mohamed BA. Sociodemographic Characteristics as Predictors of Satisfaction in Public and Private Dental Clinics. Pak J Med Sci. 2018;34(5):1152-1157.
lxii. Hu L, Zhou B, Liu S, Wang Z, Liu Y. Outpatient Satisfaction with Tertiary Hospitals in China: The Role of Sociodemographic Characteristics. International Journal of Environmental Research and Public Health. 2019;16(19):3518.
lxiii. Yan Z, Wan D, Li L. Patient satisfaction in two Chinese provinces: rural and urban differences. Int J Qual Health Care. 2011;23:384-389.
lxiv. Romero-García M, et al. Level of satisfaction of critical care patients regarding the nursing care received: Correlation with sociodemographic and clinical variables. Australian Critical Care. 2019;32(6):486-493.
Cite this Article: